I've been over and over the topics and can't find what I need. We are forcing incident category when closing a ticket, the problem we are having is when a service request is placed the system is also forcing categories for these. Is there a way to separate the categories between the two so my techs are not choosing the wrong category? If not, how is everyone handling this process? I've tried several ways to handle this but am not happy with the way it's set now. Do you list both request and incident categories under the same item?
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